Onsite IT Support & Service Operations Lead

Pontoon Solutions; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

Adecco is recruiting a Technology Service Operations Team Lead to deliver face-to-face IT support and lead a small team across UK technology hubs. The role combines hands-on technical work with team leadership in a large enterprise environment.

You will act as a technical escalation point, drive service excellence, and mentor colleagues while ensuring service levels and KPIs are met in a fast-paced setting.

Qualifications

• Experience leading, mentoring, or supervising an IT support team.
• Strong technical support experience within a large enterprise environment.

Responsibilities

• Lead and coach a team of IT support professionals.
• Provide face-to-face IT support across multiple technology hub locations.
• Act as escalation point for complex IT issues.
• Ensure service levels, KPIs and targets are achieved.
• Monitor incidents and requests through ServiceNow.
• Identify service improvements and collaborate with stakeholders.
• Support device lifecycle management and onboarding activities.
• Communicate effectively with technical and non-technical stakeholders.

Skills

IT team leadership

Enterprise IT support

Incident management

Troubleshooting

Tools

ServiceNow

JAMF

Job description

Adecco is recruiting a Technology Service Operations Team Lead to deliver face-to-face IT support and lead a small team across UK technology hubs. The role combines hands-on technical work with team leadership in a large enterprise environment.

You will act as a technical escalation point, drive service excellence, and mentor colleagues while ensuring service levels and KPIs are met in a fast-paced setting.